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Graphical phone menu systems, methods and articles

a menu system and phone technology, applied in the field of telephones, can solve problems such as system frustration for a caller

Active Publication Date: 2015-07-07
SMART PROMPT
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Benefits of technology

The patent is about a system that allows a customer to make a phone call and have access to graphical data on their device. This data can be provided through an interface with a third party supplier, like Google Maps. The customer can also use the data to navigate through the interface and make a voice call to an automated attendant or other chosen party. The technical effect is a seamless integration of customer service with advanced data capabilities, allowing for more efficient and effective customer interactions.

Problems solved by technology

The total number of options and sub-options for any particular menu is often very complex and convoluting, making these systems frustrating for a caller.

Method used

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  • Graphical phone menu systems, methods and articles
  • Graphical phone menu systems, methods and articles
  • Graphical phone menu systems, methods and articles

Examples

Experimental program
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Embodiment Construction

[0039]In the following description, certain specific details are set forth in order to provide a thorough understanding of various disclosed embodiments. However, one skilled in the relevant art will recognize that embodiments may be practiced without one or more of these specific details, or with other methods, components, materials, etc. In other instances, well-known aspects of conventional telephonic devices such as private branch exchanges (PBXs), switches, routers, and the like, and well-known aspects of digital data exchange processes and protocols via local or wide area networks, graphical user interfaces, and the like have not been shown or described in detail to avoid unnecessarily obscuring descriptions of the embodiments.

[0040]Unless the context requires otherwise, throughout the specification and claims which follow, the word “comprise” and variations thereof, such as, “comprises” and “comprising” are to be construed in an open, inclusive sense, that is as “including, b...

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PUM

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Abstract

Prior to connecting a voice call between an end user and a system user, an automated customer interaction system configured by the system user can determine whether the end user's communications device is a recognized or registered device. Responsive to the determination that the end user's device is recognized or registered, the automated customer interaction system can initiate an interactive graphical session via a network data link to provide an interactive graphical session to the end user. Responsive to the determination that the end user's device is not recognized or registered or responsive to receipt of an input indicative of an end user's desire to initiate a voice call, the automated customer interaction system can initiate a voice call using a voice telephone network.

Description

BACKGROUND[0001]1. Technical Field[0002]This disclosure generally relates to telephony, and more particularly to the provision of contextual graphical interfaces on communications devices featuring graphical displays, in place of conventional audio prompt phone menus.[0003]2. Description of the Related Art[0004]Many business employ audio prompt based automated voice call answering systems. Audio prompt based automated voice call answering systems were initially employed to determine the nature of the call in order to route the call to an appropriate human attendant or employee. The routing is based audio tones generated in response to key selections by the caller, in response to a number of audio prompts indicative of various menu options. Audio prompt based automated voice call answering systems are now also employed to provide a caller with answers to simple questions such as store hours or directions, account balances, order status, without requiring a human attendant or represen...

Claims

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Application Information

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Patent Type & Authority Patents(United States)
IPC IPC(8): H04M11/00H04M1/02H04M3/527H04M3/51H04M1/725H04M1/72403
CPCH04M1/02H04M3/5166H04M3/527H04M3/5191H04M1/72522H04M3/42348H04M3/4935H04M2203/254H04M1/72403
Inventor SEPIC, SCOTT S.
Owner SMART PROMPT